Location:
Boca Raton, FL (Hybrid) - travel to Scottsdale, AZ and other sites as needed Department: Operations & Client Experience | Reports to: Max Weinstein Director of Operations Direct Reports: Retention Specialists, Client Success Leads, Escalations/QA, Disenrollment, Workforce Mgmt
About GetMeHealthcare
GetMeHealthcare (GMHC) is a high-growth health and Medicare agency powered by proprietary technology
GorillaHub CRM and Aurora AI...serving hundreds of thousands of consumers nationwide. We operate at scale with rigorous compliance, data-driven decisioning, and a culture of high performance.
The Role
We're hiring a Customer Service & Retention Manager to own the post-sale lifecycle across Medicare and health insurance products. You will architect the end-to-end retention motion, lead national service teams, and partner with Sales, Compliance, and Technology to boost lifetime value, protect persistency, and elevate consumer experience. This is a hands-on builder role for a leader who can use our technology, think several moves ahead, and push the organization to higher standards.
What You'll Do
Retention & Lifecycle Strategy
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Design and own the post-sale journey: onboarding/welcome, 30/60/90-day check-ins, benefit education, renewal/AEP/OEP campaigns, SEP triggers, cross-sell/upsell paths, save-a-sale and win-back.
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Stand up after-the-sale marketing across email/SMS/voice/direct mail and in-app messaging through GorillaHub, orchestrated with Aurora AI recommendations.
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Build segmentation, propensity, and churn-risk playbooks; implement targeted outreach and escalation ladders.
Operations & Technology
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Run a national service/retention operation across time zones with WFM (scheduling, queues, SLAs, FCR, occupancy).
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Instrument and optimize channels (inbound, outbound, chat, SMS) using GorillaHub CRM, Aurora AI, dialer/voice systems, QA scoring, and knowledge bases.
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Partner with Tech to improve agent tooling (prompts, scripts, workflows), automate low-value tasks, and surface real-time coaching.
Compliance, Quality & Risk
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Enforce CMS and carrier guidelines (including Medicare call-recording retention requirements and disclosures), documentation standards, and audit-readiness.
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Lead QA frameworks: call scoring, case reviews, root-cause analyses, targeted coaching, and corrective action plans.
People Leadership
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Recruit, develop, and performance-manage Retention Specialists, Client Success Leads, and an Escalations/Advocacy desk.
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Create a coaching culture with clear scorecards, daily huddles, and 1:1s. Hold teams accountable to production and quality minimums while improving skill.
Cross-Functional Influence
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Partner with Sales (handoffs and callbacks), Compliance (policy & audit), Marketing (lifecycle comms), Product/Tech (tooling), and Finance (commissions/chargebacks).
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Present insights to executives; what's happening, why it's happening, and what to do next, linking market shifts, consumer behavior, and operational levers.
Analytics & Foresight
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Own KPIs and dashboards: persistency/retention, lapse/cancel reasons, complaint ratio, FCR, AHT vs. quality, NPS/CSAT, save-rate, outreach conversion, renewal lift.
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Identify trends in consumer spending behavior, plan changes, and regulatory shifts; translate into action plans ahead of AEP/OEP/SEP cycles.
Teams & Roles You'll Stand Up/Oversee (Hiring Plan Insight)
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Retention Specialists (Core): save-a-sale, renewal readiness, SEP education, cross-sell.
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Onboarding/Welcome Squad: post-enrollment education, benefits activation, autopay setup, PCP selection support.
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Lifecycle Marketing Ops: builds email/SMS/IVR journeys, templates, and tests in GorillaHub; partners with Marketing on content.
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Escalations & Advocacy Desk: rapid response for complex issues and carrier coordination.
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Quality Assurance & Training: call scoring, calibration, micro-trainings, knowledge base upkeep; partners with Sales Enablement.
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Workforce Management (WFM): forecasting, scheduling, shrinkage, and intraday management.
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CX/BI Analyst: reporting, cohorting, churn models, A/B testing, and cause analysis.
What You Bring
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7-10+ years in large-scale customer service/retention roles; 3-5+ years leading multi-site or national teams in insurance, healthcare, financial services, telco, or similar regulated industries.
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Expertise in Medicare and health insurance operations (AEP/OEP/SEP mechanics, disclosures, compliance, carrier rules).
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Proven success running post-sale consumer touchpoints at scale (hundreds of thousands of members/clients) and moving KPIs materially.
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Strong command of CRM, dialer/telephony, QA suites, ticketing, and lifecycle tooling; ability to learn and exploit GorillaHub CRM and Aurora AI quickly.
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Analytical horsepower: comfortable with dashboards, funnel math, and experimentation (A/B tests); can translate data into simple operator actions.
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High-accountability leadership style: sets minimums, coaches hard, pushes peers and direct reports, and raises the bar while keeping culture strong.
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Excellent executive presence and cross-functional collaboration; clear, persuasive communicator.
Nice to Have
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Experience with Medicare sales/service compliance frameworks and audit cycles.
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Exposure to workforce management (forecasting/scheduling), and basics of SQL/Looker/Power BI or similar BI tools.
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Six Sigma/Lean or CX design background; journey mapping and VOC programs.
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Multilingual team leadership (Spanish highly valued).
Success Metrics (First 6-12 Months)
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+X% improvement in 90-day retention/persistency and renewal rate (define baselines on day 1).
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-Y% reduction in avoidable lapses/cancels and average time-to-resolution on escalations.
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+Z pts lift in NPS/CSAT and ≥ A target on QA call scores without inflating AHT.
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Fully operational lifecycle journeys in GorillaHub with Aurora-driven next-best-action; monthly test-and-learn cadence in place.
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SLA adherence across channels with standardized coaching and performance scorecards live.
Tools You'll Use Here
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GorillaHub CRM (custom, AI-enabled), Aurora AI for coaching/next-best action, enterprise dialer/voice, QA scoring tools, ticketing/chat, BI dashboards, secure recording/archival compliant with CMS.
Work Schedule & Travel
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Hybrid schedule aligned to national coverage with periodic travel to Scottsdale, Deerfield, and partner sites; seasonal intensity during AEP/OEP with expanded manager availability and extended shifts.
Compensation & Benefits
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Competitive salary + performance bonus tied to retention and quality KPIs; full benefits; professional development budget. Starting 125k plus benefits
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